What sets Gainsight PX (GPX) apart from others in the industry is that it is actually two fully developed products combined into a Time to Value (TTV) Powerhouse. We are using GPX to better understand what Key Product Features (KPFs) are used by our clients and how those KPFs fit into their own workflow. After detailed analysis of how different types of clients engage with these KPFs at different times during the client lifecycle, we were able to benchmark what “healthy” looks like.

Combining this analysis with two way in-product communication with the end user, we allow our users to self-select their use case, and then we guide them to the KPFs that support their needs. We can reduce TTV for all new users to under 30 days, and truly tack healthy activity within 60 days of our client’s initial subscription to our products.

This two-way targeted customized communication has helped our client education program grow from 5% penetration to more than 30% in 18 months. (And we are still growing that number as we continue to better understand our client workflows.) Review collected by and hosted on G2.com.

No product UI or back end is perfect, and Gainsight PX is not unique here. Over the last three years, we have quarterly run into minor technical discrepancies here and there. But….

What I have never experienced before with another vendor, is the ongoing development we see in this platform as a direct result from feedback we share with the product team. The GPX user community is an outstanding set of practitioners all supporting similar use cases and sharing expertise and joining as a single voice to recommend updates, issue resolutions, and even new feature enhancements to the product team.

After three years of use of the platform, I can honestly say that it is actually twice good as it was when we started using it. Review collected by and hosted on G2.com.

Gainsight PX has a wide variety of options and integrations, and the customer service team is always willing to share their experiences and tips so you can make even better use of the platform. Review collected by and hosted on G2.com.

The UI can be a little bit confusing, and some options are harder to find than others. Review collected by and hosted on G2.com.

The level of detail it provides us to understand our customers' behavior, the usage of our platform, the improvements we can make on promoting certain sections, etc. We have also really taken advantage of the connection between Gainsight PX and NXT, which has taken our communication with our customers to a new level. Review collected by and hosted on G2.com.

We have requested certain feature requests of what we would consider are nice-to-haves but nothing that is really a blocker for us to do what we need to do and get the data we need. Sometimes there are some data inaccuracies, however, they have an amazing support system who does their best to easily resolve our challenges. Review collected by and hosted on G2.com.

It helps you create amazing experiences for customers, unify data, drive adoption, and reduce escalation. Review collected by and hosted on G2.com.

There is nothing that I dislike at this time. Review collected by and hosted on G2.com.

Using Gainsight has kept all of my customer relationships and outreach organized and front and center allowing me more time to build relationships Review collected by and hosted on G2.com.

It's only as good as the data put in which is of no fault to the program itself but a lot open to human error Review collected by and hosted on G2.com.

- Across-the-board measurement of user engagement

- Single view of customer activity

- Integration with Gainsight CS, Salesforce etc Review collected by and hosted on G2.com.

- Overly-complex UI

- Some features unintutive

- Slow page loading times (a lot of loading spinners) Review collected by and hosted on G2.com.

I love how easy it is to set up PX initially and how easy it is to create new engagements. User management has recently gotten much easier with Role Groups. Review collected by and hosted on G2.com.

It can be difficult to know what features to map, especially if your product team is unfamiliar with how analytics software can both help analyse workflows and use those analytics for targeted training. Review collected by and hosted on G2.com.

The analytics and being able to launch engagements directly in app without any dev assistance. Review collected by and hosted on G2.com.

Since Gainsight PX is so robust I often feel like I am not maxing out on all that it is capable of doing. Review collected by and hosted on G2.com.

There are a lot of options for how we can build engagements, the tool helps us fulfill a number of tasks concerning enhancing the Customer user experience and being able to communicate with them in a timely manner through an appropriate channel.

Like most B2B we have an over-reliance on email as a comms channel for both product adoption, training, and wider marketing comms. Gainsight has helped us an entirely new channel to communicate with customers via. Review collected by and hosted on G2.com.

The audience building is somewhat clunky, in particular, you are not able to manage the frequency to audiences across all the engagements you build but rather just specific ones.

It has the tools to allow you to establish a fully-fledged marketing channel aside from the audience management options which are a bit early '00s. Review collected by and hosted on G2.com.

GainsightPX allows for the quick and easy creation of engagements which help the user better understand the product, and my team better understand the user. Review collected by and hosted on G2.com.

There are occasionally obstacles with regard to audience logic/configuration. Review collected by and hosted on G2.com.